Fini (usefini.com) supports 130+ languages across chat, email and voice. Language is handled at three layers you control: the language your knowledge is ingested in, which language folders each agent may retrieve from, and the language rules in the agent’s prompts. This page explains each layer and the settings that control it. For a full multilingual setup, you typically combine all three.
To confirm (internal, remove before publish): Can we publish the full list of supported languages (or link to one)? And does voice support the same 130+ languages as chat and email, or a subset? Both are unsourced today.

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How language works in Fini

The three layers apply in order, from the moment content is ingested to the moment a reply is written: A folder with no Attribute filter is available to every conversation the agent handles. The reply language itself comes from the rules in your prompts, covered in Control the reply language.

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Set the language of your knowledge

Every time you ingest a new source in Sources, two training preferences control how Fini processes it:
  • Language: the language of your knowledge base. Defaults to English. If your sources are in more than one language, choose Auto-detect so Fini detects each document’s language, or pick a specific non-English language.
  • English-only mode: a faster path for English-only knowledge bases that skips per-document language detection.
If you serve customers in several languages, use Auto-detect rather than English-only mode. An agent set to English-only won’t reliably retrieve from Articles derived from non-English content.

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Organize Articles by language

Articles is the source of truth the agent retrieves from, and its folder tree is where you organize language. A common pattern is one top-level folder per language:
To create language versions of existing content, select articles in the Articles tree and use Translate from the page header. It translates the selected articles into another language, creating new articles in a target folder. New and updated articles follow the same Review path as any other content when review and approval is enabled.

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Scope language per agent or per conversation

You have two ways to control which language content an agent uses.

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Per agent

Use the top-right selector in Articles to assign folders to agents. A German-speaking agent can be scoped to German-language folders only, while a support agent for another market draws on a different set. See Assigning knowledge to agents.
If two agents need different knowledge bases, scope at the Articles layer. Don’t duplicate Sources or split workspaces.

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Per conversation

Folders can carry an Attribute Filter Builder that gates retrieval on conversation context. To serve one language folder only to conversations in that language, add a filter such as: “Only surface Spanish / * when System Attribute → conversation language = Spanish.” Filters on the same attribute combine as OR (Spanish or Portuguese); filters on different attributes combine as AND. A filter on a missing attribute silently excludes the conversation, so check that the attribute is populated if the agent stops answering for a segment of customers. See Attribute filters.
To confirm (internal, remove before publish): How is the conversation language system attribute determined (detected from the customer’s message, set by the channel, or passed in widget metadata)? Is it available on every surface, including voice?

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Control the reply language

Reply language rules live in the agent’s Prompts:
  • Main Guidelines → Role & Context holds the agent’s fundamental interaction rules, including language rules. This is where you state which languages the agent supports and what it should do when a customer writes in a language you don’t serve (for example, reply in English and offer a handoff).
  • Channel Prompts let you express a language rule differently per surface. A common example is mirroring the customer’s language on Email, where long, global threads often mix languages, without repeating the rule on Chat.
To confirm (internal, remove before publish): With no language rule in the prompts, does the agent reply in the customer’s language by default, or in the knowledge base language? The docs don’t state the default.
Use Predefined Replies for any language-specific wording that must be exact, such as a regulatory disclosure that has an approved translation.

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Language on each surface

To confirm (internal, remove before publish): Are the widget’s built-in interface strings and the hosted Help Center’s interface localized automatically, configurable per language, or English only?

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Test and debug multilingual agents

  • Test in each language. Build a Test Suite set per language, with scenarios written in that language, so a prompt or knowledge change that breaks one language shows up as a pass-rate drop.
  • Search Inbox in the customer’s language. The Question and Answer filters in Inbox match literal text. To find a Spanish conversation, search in Spanish, or filter by Tags, Source or Feedback instead.
  • Check the retrieved articles. In Inbox, the article titles pinned under a reply show whether the agent used the right language folder. Used Folders in the conversation metadata shows the same at the conversation level.
  • Ask Fini Scout. Fini Scout can read a conversation’s prompt, knowledge and trace to explain why a bot mixed languages.

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Troubleshooting

Check the language rules in Role & Context and any Channel Prompt for the conversation’s channel. Then open AI Steps and look at Generate Answer to see the agent’s answering strategy for that turn.
Check the language preference on both the source and the agent. An agent set to English-only won’t reliably retrieve from non-English-derived Articles. Also confirm the language folder is assigned to the agent in Articles and that no Attribute filter is excluding the conversation.
Translated articles are separate articles, so an update to one doesn’t change the other. Update both, or retranslate from the canonical version, and approve the changes in Review.

Sources

Training preferences for language at ingestion.

Articles

Language folders, Translate, and Attribute filters.

Prompts

Language rules in Main Guidelines and Channel Prompts.

What is Fini

Channels, surfaces and headline facts.